Join getAbstract to access the summary!

Super Service

Join getAbstract to access the summary!

Super Service

Seven Keys to Delivering Great Customer Service

McGraw-Hill,

15 min read
10 take-aways
Text available

What's inside?

The perfect customer service person is, of course, the perfect person: how to be calm, collected, and communicative no matter what they say to you.

Editorial Rating

7

Qualities

  • Innovative

Recommendation

Val and Jeff Gee bring their extensive experience in employee training to a simple, yet effective book version of the training sessions they designed for top corporations. They offer seven critical ideas - keys - to providing outstanding customer service. Each one builds upon the premise and actions of the previous one, making these lessons sensible, precise, and natural to put into practice. The book illustrates each key with anecdotes, case histories, boxed lists, cartoons, and exercises. This creates an interactive learning experience. Nicely written in an upbeat, conversational style, it does not talk down to the reader or take the tone of a cold, authoritarian "employee manual." Neither is it condescending by being overly simplified in thought or tone. getAbstract.com recommends this book to anyone whose position involves serving customers, or supervising those who do.

Summary

The Basics

Delivering great customer service has many benefits and can enhance the service provider personally and professionally. If you’re a service provider - or a manager of service providers - who has grown weary and disillusioned, now you can revitalize your outlook and increase your enjoyment. You can experience being at your best by using these guidelines:

  • Choose to give good service. You are in control of how you feel at work and in your personal life. You can choose to think positive thoughts or negative thoughts about providing service.
  • Have a positive approach to make your life easier, more fun and meaningful.
  • Customers and bosses will notice that you’re providing great service and you will become known as an asset to your employer.

You, The Server

A customer is "anyone who isn’t me." This includes everyone inside and outside your company. People either benefit or suffer from the service you provide. It is not demeaning to serve; in fact, one definition of the word "serve" is "to be of assistance, to help." With this attitude, customer service can feel good. You should feel good, also. Balance is important to your...

About the Authors

Val Gee is an instructional designer and a regular contributor to Training magazine. Jeff Gee is a motivational speaker and trainer with more than twenty years experience. The Gees founded and run McNeil and Johnson, a training company that has trained more than 50,000 people since 1986. Clients include Motorola, 3-COM, Siemens, and Hewitt Associates.

Comment on this summary